Inventory and Application Metering Plug-in installers stuck at retrying download

Products

• Client Management Suite
• IT Management Suite

Issue/Introduction

Recently upgraded the Client Management Suite environment to 8.6 HF3 and found that the Inventory and Application Metering plug-ins are not downloading to client systems properly. All other plug-ins were downloaded and installed without issue, including the Symantec Manage Agent (SMA or Sym Agent) itself.

The following messageis seen when the Sym Agent tries to download the Inventory and Application Metering plug-ins:

Error while downloading package: No package sources returned by server

Tried a Full Repair and got the same result. Also did an MSI repair and config on just the Altiris Inventory Solution and received the same result.

Environment

ITMS 8.6

Resolution

The following resolves this issue:

1. Export the affected Inventory and Application Metering application package XMLs from a test environment (these were missing in the prod environment).
2. Modify the NS-specific information within the XMLs to match our current production environment.
3. Execute SQL query to verify no codebases were present for the affected plug-ins.
4. Import modified XMLs into the production environment.
5. Refresh the SMP Console and verified the packages now appear in the correct location.
6. Execute an NS.PackageRefresh task on the notification server.
7. Execute SQL query to verify the codebases were created as expected.
8. Enable the plug-in upgrade task  on multiple systems, then updated the packages on several Site Servers (verifying the plug-in packages downloaded to the Site Servers properly).
9. Check back in several hours and confirm the amount of systems pending plug-in upgrades improve and eventually all reinstall.